Carly M. Summers
Waukee,IA
Summary
Dedicated Client Experience professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sr. Client Experience Manager
LIGHTEDGE
02.2022 - 05.2024
- Managed book of business of $2 million in monthly reoccurring revenue
- Proactively managed customer renewals, ensuring high retention rates and customer satisfaction while also staying under churn budget
- Obtained this by understanding health and sentiment of clients, anticipating their transformation journey and being proactive advisor
- Advocated for LightEdge clients by overseeing strategy, planning, and execution of overall client experience
- Partnered with direct sales team to develop strategic plans, maintain client retention, and identify growth opportunities
- Engaged with client accounts at multiple levels, acting as primary point of contact
- Identified strategic growth opportunities within client accounts and referred lead to sales team
- Documented client account reviews in Salesforce and communicated action items to relevant ream members
- Collaborated with various business units to address client requests related to support tickets, contract inquiries, product requests, billing issues, and more
Sales Representative
PRODASH
08.2008 - 02.2022
- Client Support for Managed Money clients
- Audit RMD's annually
- Train new agents on software and business processes as needed
- Responsible for licensing and contracting new agent with current carriers
- Process and follow-up on New Business
- Processing of Commission Accounting
- Review client Medicare plans and make recommendations as needed maintaining 95% retention rate
- Cross-sell ancillary products
- Up to 75 cold calls per day when starting in sales role
Agent
NEW YORK LIFE
11.2007 - 08.2008
- Fact-find on prospective clients
- Presented solutions to clients regarding Life, Health, and or Annuity needs
- Kept up to date files on clients for compliance measures
Collections
WELLS FARGO FINANCIAL
06.2007 - 11.2007
- Collected on past due accounts
- Completed series of skip tracing
- Developed work-out-plans with customers who couldn't bring accounts up to date
Office Assistant
JACOBS CORPORATION
08.2006 - 05.2007
- Proofed sales orders
- Answered phones
- Freight billing
- Completed sales commissions
Server
Victoria Station
09.1997 - 05.2007
- Answered phone and took reservations
- Greeted and served customers
- Experience handling cash register
Account Manager
AmeriFirst Home Improvement Finance Company
04.2005 - 07.2006
- Collected on past due accounts
- Maintained customer service
- Worked with those with financial difficulties to bring their account current
Clerical Support
CI Direct
08.2000 - 08.2004
- Completed all clerical aspects of insurance application process
- Filed, faxed, and copied documents
- Assisted receptionist and ran errands
- Prepared pending applications returned from clients for underwriting review
- Developed data spreadsheets for agent use
Education
Bachelor of Science - Banking and Finance
Buena Vista University
Council Bluffs, IA01.2008
Associate of Applied Science - Management and Supervision
Iowa Western Community College
Council Bluffs, IA01.2005
Skills
- Technical aptitude
- Exceptional communication
- Sales Support
- Data-driven decision-making
- Account Management
- Client Retention Strategies
- Handling Escalations
- Microsoft Outlook, Word, and Excel
- Goal Setting and Achievement
- Customer-focused
- Customer Relationship Management Software (CRM)
- Workflow Management
Certification
- Life
- Health
- Property
- Casualty
- AHIP Certified
Timeline
Sr. Client Experience Manager
LIGHTEDGE
02.2022 - 05.2024
Sales Representative
PRODASH
08.2008 - 02.2022
Agent
NEW YORK LIFE
11.2007 - 08.2008
Collections
WELLS FARGO FINANCIAL
06.2007 - 11.2007
Office Assistant
JACOBS CORPORATION
08.2006 - 05.2007
Account Manager
AmeriFirst Home Improvement Finance Company
04.2005 - 07.2006
Clerical Support
CI Direct
08.2000 - 08.2004
Server
Victoria Station
09.1997 - 05.2007
Bachelor of Science - Banking and Finance
Buena Vista University
Associate of Applied Science - Management and Supervision
Iowa Western Community College
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